Basic Function

The Customer Service Technical Associate provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.

Essential Duties and responsibilities

Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship databaseIdentify and document resolution to reoccurring inquiriesCross-train on other products and systemsParticipate in projects and as well as process improvement initiativesProvide general reports to management as requestedParticipate in product testing and review as required                 Secure and keep confidential product and customer data

Please note: As a Customer Service Technical Associate, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours during busy times of year (Jan-Apr).

Job Qualifications

Education and Experience:

Minimum:

Associates Degree a business-related field OR equivalent Customer Service work experience.

OR

1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management

OR

2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude

Preferred:

• Educational background in Business, Accounting or Finance
• Experience working with CCH tax and accounting software
• Tax preparation or accounting experience
• Experience working in a help desk or customer support environment

• Use of SalesForce.com

Other Knowledge, Skills, Abilities or Certifications:

Knowledge of tax, accounting and audit principles, practices and legislation/regulationsComputer and internet skills including Microsoft office Service orientation - high commitment to meeting needs of customers and colleaguesStrong communication skills both written and verbalAbility to diffuse and provide effective resolution to customer complaintsDetail-oriented and able to handle multiple top prioritiesAbility to function in a fast-paced, collaborative, matrixed team environmentStrong work ethic and passion for excellence

Ability to work flexible schedule and manage overtime as required to meet objectives

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.